Responsibilities:

• Provide phone, chat and email support to retail partners and internal stakeholders across Australia and New Zealand.
• Respond to inbound and outbound sales finance enquiries in a high‑volume environment.
• Support merchants with operational and technical enquiries, including portal access, voucher processing, reversals, plan changes and credit balance enquiries.
• Support complex merchant settlement activities, including investigating missing or rejected payments, processing manual account adjustments and resolving settlement discrepancies in line with controls.
• Partner with Back Office and internal teams to resolve complex or escalated merchant issues and complaints.
• Support Retail Account Managers, B2B Field Teams and Program Leaders with escalated enquiries.
• Work across multiple systems including SMP, Vision, CardPac and Activate to resolve enquiries.
• Ensure all activities are completed in l...